Desktop Log file

This page documents how to get a clean logfile for iTwin Capture Manage and Extract and Orbit 3DM Publisher products.

When contacting Bentley Support to troubleshoot an issue please provide:

• Clear description of the problem.
  Screenshots or recording help to understand the issue.
• Exact steps to reproduce the issue.
• Clean log file as described below.

The logfile contains valuable information about completed actions and ongoing processes and might be requested by the Bentley support team to troubleshoot a problem.
A logfile contains all information from the start of the application.
For a clean logfile, restart the application and complete the steps to reproduce the issues with a minimum number of actions/clicks.

Restarting the Desktop apps will replace the logfile, delete the previous and create a new one.

Steps to create a clean log file

1. Close all itwin Capture Manage and Extract apps
2. Start one iTwin Capture Mange and Extract app
3. Reproduce the issue with a minimum number of actions/clicks.
4. Share the logfile
   1. From Desktop > Mail Toolbar > Help Menu > Open Logfile …
   2. From Operating System Temp Folder > %temp%\orbit_3dm_<product>.log or %temp%\itwin_capture_<product>.log

Steps to create a clean log file

1. Stop Orbit Publisher Service
2. Delete logfiles
   1. <Install Dir>/Orbit 3DM Publisher Service Data/log/eos/*.log
3. Start Orbit Publisher Service
4. Reproduce the issue with a minimum number of actions/clicks.
5. Share logfiles
   1. <Install Dir>/Orbit 3DM Publisher Service Data/log/eos/*.log

When the Java Runtime crashes, a Java Fatal Error log file is created.

Search for “hs_err_pid[xxx].log” in the Orbit startup bin folder.

• Orbit 3DM Desktop : <Install Dir>\program\bin
• Orbit Server: <Install Dir>\Orbit 3DM Publisher <version>\program\bin